Shipping policy

Shipping Policy

At XTREM, we know how exciting it is to receive your new case. We do our best to process and deliver every order as quickly and reliably as possible.

Shipping Timeline

We normally process orders within 1–2 business days. Once your order has been shipped, the estimated delivery time is generally 3–10 business days, depending on your location and shipping method.

During periods of high order volume, such as holidays, product launches, or major promotions, processing and shipping times may take longer than usual. We appreciate your patience during these periods.

Please note that delivery estimates are not guaranteed. Delays may occur due to customs clearance, carrier delays, weather conditions, holidays, or other circumstances outside of our control.

Orders may be shipped in separate packages depending on product availability and fulfillment location. If your order contains multiple items, they may arrive at different times.

If you need to make a change to your shipping address or order, please contact us as soon as possible. We will do our best to accommodate your request, but we cannot guarantee changes once your order has entered processing or has been shipped.

Shipment Confirmation & Tracking

Once your order has been shipped, you will receive a shipping confirmation email with your tracking information.

Tracking information may take some time to become active after the package has been handed over to the carrier. In most cases, tracking updates will appear within 24–48 hours.

If your tracking information has not updated for several business days, or if you have questions about your shipment, please contact us at hi@helloxtrem.com and we will be happy to help.

Incorrect Shipping Address

Please make sure your shipping information is accurate before completing your order.

If an incorrect or incomplete address is provided due to customer error and the package is returned to us or requires reshipment, additional shipping charges may apply.

If you notice an address error after placing your order, please contact us as soon as possible. We cannot guarantee that the address can be changed once the order has been processed or shipped.

Delayed, Lost, or Undelivered Packages

If your package is delayed in transit, please first check the latest tracking information provided by the carrier.

If the carrier's tracking information shows that the package is still in transit, we may need to wait for the carrier to complete its investigation before determining the next steps.

If a package is confirmed to be lost in transit, please contact us so that we can review the shipment and assist with the appropriate resolution.

Packages Marked as Delivered

If the carrier's tracking information shows that your package has been delivered, but you cannot locate it, please:

Check around your delivery location and with household members, neighbors, or building management.
Contact the shipping carrier directly to report the missing package.
Contact XTREM with your order number and tracking information so we can assist where possible.

Because delivery is handled by third-party carriers, XTREM cannot guarantee reimbursement or replacement for packages that the carrier has confirmed as delivered. Any resolution will be handled in accordance with the applicable circumstances and applicable law.

Damaged Products

If your XTREM product arrives damaged, please contact us as soon as possible after delivery.

Please provide:

Your order number
Photos or video showing the damage
Photos of the shipping package and packaging, if available

Please keep the original packaging and damaged item until the issue has been reviewed, as they may be required for a carrier claim.

For products that arrive damaged, defective, or otherwise unsatisfactory, please refer to our Return & Refund Policy for the applicable claim process and timeframe.

Wrong or Missing Items

If you receive the wrong product or an item is missing from your order, please contact us within 7 days of delivery.

Please include your order number and photos of the items you received so that we can review the issue and assist with a replacement or other appropriate resolution.

Customs, Duties & Import Fees

For international orders, your package may be subject to customs duties, taxes, or other import fees depending on the destination country.

These charges are determined by local customs authorities and are generally the responsibility of the customer unless otherwise stated at checkout.

Customs clearance may also cause additional delivery delays that are outside of XTREM's control.

Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible after placing your order.

We will do our best to accommodate your request, but we cannot guarantee that changes or cancellations can be made once your order has entered processing or has been shipped.

Once an order has shipped, it can no longer be canceled. In this case, please refer to our Return & Refund Policy for available options.